7 Real Examples of Companies Using Chatbots for Business

The expansion of AI applications in operational tasks will streamline processes, reduce costs, and enhance service quality, with more sophisticated autonomous agents like Swifty becoming standard. However, it’s important to remember that the most successful AI implementations are those that maintain a balance between automation and the irreplaceable human touch. In the end, AI will not replace the magic of human interaction, but it will empower hoteliers and staff to work smarter, offering more personalized, efficient, and profitable service. The key is not to see AI as a competitor but as a collaborator in the journey toward delivering exceptional guest experiences and improved business outcomes. One of the most significant ways AI is impacting hotel finances is through sophisticated dynamic pricing algorithms. These AI-powered systems analyze vast amounts of data in real time, including competitor rates, local events, historical booking patterns, and even weather forecasts.

As large companies like Kayak and Expedia have brought bots to apps and mobile-optimized websites, they are also integrating them on mobile messaging applications used widely by millennials, like Facebook Messenger. At its 2017 F8 conference, Facebook’s Vice President of Messaging Products, David Marcus announced that the Messenger platform now hosts over 100 thousand bots. KAI Consumer Banking, KAI Business Banking, and KAI Investment Management are all built with an API-centric design on top of conversational AI technology. According to Kasisto, 90% of conversations with KAI are carried without human intervention. Whether speaking into a smartphone or talking to a smart speaker from across the room, consumers have become accustomed to casually interacting with chatbots.

The chatbot can access customer account information in real-time and provide accurate and up-to-date billing details. If necessary, the chatbot can also escalate complex billing issues to a human representative for further assistance. As competition and customer expectations rise, providing exceptional customer service has become an essential business strategy. Utilizing AI chatbots is one of the main methods for meeting customer needs and optimizing processes.

That way, there’s a foundation for capturing the data needed to systematically train its chatbot AI platform. Statistics from Stratos Jet Charters INC prove that while 36% of Millenniums approve of automation and online check-in, 84% are already using technology to make their decisions, compared to 19% from the previous generation. In an ideal world, all guest and staff communication channels would be dealt with from one centralised place, with routine queries and requests being automatically replied to and urgent messages flagged and brought to the top of the queue.

AI, the new Man Friday for the hospitality industry

As the Snowflake report suggests, the future of hospitality lies in the harmonious integration of AI and human expertise, where technology amplifies human capabilities rather than replacing them. You can foun additiona information about ai customer service and artificial intelligence and NLP. By integrating artificial intelligence with Internet of Things devices, you can automate the control of thermostats, lighting, and entertainment systems to match your guest’s preferences. After identifying the specific use cases, companies must ascertain the resources they need to carry out their plan. This might range from conducting workshops and training, investing in new technology infrastructure, and/or collaborating with third-party vendors with specialized knowledge of the hospitality industry and this technology. By comprehending the required resources, companies can establish a realistic timeline and budget for their Generative AI strategy.

This first-of-its-kind agreement between the two carriers aims to capitalise on opportunities to boost tourism to the United Arab Emirates from key source markets by enabling visitors to experience more than one destination in a single itinerary. This summer, customers of each airline will be able to purchase a single ticket to fly into either Dubai or Abu Dhabi, with a seamless return via the other airport. The new agreement also provides travelers planning to explore the United Arab Emirates with the flexibility of one-stop ticketing for their full journey and convenient baggage check-in. In the initial stages, each carrier will focus on attracting visitors to the country by developing inbound interline traffic from select points in Europe and China. Customers will also have the option of multi-city flights’ with the choice to travel from one city on both carriers’ networks and a convenient return to another point served by either Emirates or Etihad. In 2018, Emirates Group Security and Etihad Aviation Group signed a memorandum of understanding to strengthen aviation security, including the sharing of information and intelligence in operational areas both within and outside the UAE.

More and more hotel brands are also successfully using Predictive Personalization to run value-targeted website campaigns that are automated and hyper-personalized, providing a significant uplift in direct conversions while reducing promotional costs. These changes are not small details – they can be transformative for a business and so any smart company in hospitality is probably already looking at how these new techniques could be applied to their brand. For instance, an AI chatbot added to your Facebook Messenger can answer guests’ questions and take basic information and add it to your database.

Proactive Guest Relations

It is anticipated that the chatbot industry will experience substantial growth and reach around 1.25 billion U.S. dollars by 2025, which is a considerable increase from its market size of 190.8 million U.S. dollars in 2016. The new chatbot, named Amadeus Advisor, is integrated into the Agency360+ suite and leverages Azure OpenAI Service to provide quick, natural language responses to complex data queries. Travelzoo conducted research and almost two-thirds of the survey respondents said they’d be comfortable being looked after by machines on their trips. Apple’s ‘Siri’, the intelligent computer program that also happens to be a personal assistant, has already been around for five years.

According to a survey by PwC on major hospitality brands, more than 70% of hotel executives wish to automate their operations to improve employee productivity. As the oldest millennials began moving up in the career-world, a 2016 survey from MMGY Global revealed that millennials have become the most frequent business travelers. The survey polled over 1,200 professionals who had taken at least one business trip in the last year. While the overall group of respondents took an average of 6.8 business trips in 2015, millennials took an average of 7.4.

Automation can assist hoteliers struggling to fill staffing vacancies and allow staff to focus on delivering customer service rather than dealing with operational admin. Oracle Hospitality is focused on several areas where we know automation can address immediate deficiencies in hospitality. Additionally, our experts are also skilled in deploying AI applications that can transform guest experiences and streamline backend operations for your business. We can help you develop smart systems for personalized room environments, efficient data processing software for strategic decisions, and AI chatbots for real-time customer service enhancements. As AI continues to reshape the hospitality landscape, hotels will be able to provide even more highly personalized services. With AI-powered data systems and chatbots, hotels can tailor their recommendations, anticipate preferences and provide more seamless interactions to enhance guest satisfaction and loyalty.

While individual users can use HelloGBye for free, they can also gain more perks, such as the ability to earn rewards points and no booking adjustments fees, with a subscription for $19 a month. Companies also have the option to purchase business subscriptions for $199 a month, according to its website. HelloGBye also says its software can manage itineraries and even more complex voice requests involve more than one traveler. Users who don’t wish to record voice messages can also send a text-based message with multiple travel requests to its chatbot. According to Mezi, an agent from the partnering travel management company can then look through the entirety of the conversation to learn more about the client. Mezi also claims that it uses the client’s responses to build a traveler profile that the agency can access.

A zipline in Musandam was recently inaugurated, while a suspension bridge is being built in Wadi Shab in South Sharqiyah. The ministry also plans to create mountain trails in Hawar village in Wadi Bani Khalid and Wadi al Arbaeen, both known for their perpetual springs. To facilitate better access, the ministry also looks to set up service facilities, including changing rooms, camping sites, a café, and a restaurant at Wadi Bani Awf.

After an agency directs a client to its Mezi site, the chatbot can ask the user questions to get hotel, flight and destination preferences. Apartment Ocean is an AI-powered real estate chatbot that builds relationships with potential clients using personalized greetings through Facebook Messenger. It allows users to work on qualified leads to increase revenue and provide detailed customer support – rather than spending a massive amount of time answering common customer questions.

AI can take over repetitive tasks, allowing staff to focus on more meaningful roles that require human empathy and creativity. Hotels must manage this transition carefully to ensure that technology complements human skills rather than replaces them. Background MOXA Bucharest Boutique Hotel located in Bucharest, Romania, sought to increase its direct bookings and enhance guest engagement while reducing dependency on third-party booking platforms. They aimed to provide a more personalized booking experience and improve operational efficiency. Machine learning techniques today make it possible to predict user behavior and effortlessly optimize campaigns for each and every online visitor. No need for manual intervention – algorithm-powered optimization of traffic acquisition ensures higher ROAS (Return On Ad Spend).

By providing travelers with real-time insights, AI helps them avoid disruptions and optimize their travel plans. By leveraging IKEA’s product database, the AssistBot has an exceptional understanding of the company’s catalog, surpassing that of a human assistant. Rather than leaving customers ChatGPT to navigate the complexities of tags, categories, and collections on their own, the AssistBot will offer guidance throughout the process. Chatbots may not be able to handle complex issues that require human intervention, leading to customer frustration and dissatisfaction.

At Wynn Las Vegas, AI-enhanced HVAC systems adjust the room environment based on real-time data like occupancy and individual guest preferences. This not only ensures optimal comfort for guests but also contributes to significant energy savings. “Rose” is an AI chatbot that acts as a personal concierge at The Cosmopolitan of ChatGPT App Las Vegas. Known for her witty and playful tone, Rose handles tasks from restaurant reservations to timely delivery of towels, enhancing the guest experience through rapid and personalized service. The popularity of apps has now been on the rise for a while and will only continue as developers introduce slicker platforms.

To streamline online communication, the most effective method was to automate responses to frequently asked questions. The organization required a chatbot that could easily integrate with Messenger and help volunteers save time by handling repetitive queries, allowing them to focus on answering more unique or specific questions. Malware can be introduced into the chatbot software through various means, including unsecured networks or malicious code hidden within messages sent to the chatbot. Once the malware is introduced, it can be used to steal sensitive data or take control of the chatbot.

Restaurants are also able to combat the labor crisis and get more incoming orders even with less staff. They contend the greatest economic gains from AI will be in China (26% boost to GDP by 2030) and North America (14.5% boost to GDP) accounting for 70% of the total global impact. So, it is no surprise that AI has emerged as a transformative force in the hospitality industry. But the question of how hotel guests feel about AI has never been clearly answered, until now. HiJiffy was founded in 2016 with the mission of developing the most advanced conversational AI for hospitality.

Multilingual support

By analyzing guest data, AI can predict which perks and offers are most likely to resonate with individual members, increasing program engagement and repeat bookings. A chain of eco-friendly hotels reported a staggering 30% reduction in energy costs after implementing AI-controlled smart building technology. This not only improved their profit margins but also enhanced their appeal to environmentally conscious travelers.

In the hospitality industry, video technologies have been utilized in many areas including security,  virtual booking, and virtual travel experience. In this article, we will introduce a myriad of technology solutions available to hospitality businesses with real-world examples of the implementation. Whether it’s restaurants, hotels, tourism, or senior living services, staying informed of the industry chatbots in hospitality industry trend and innovating with the help of technology are necessary to thrive. But robots have already demonstrated that they can handle routine tasks, which means that, as prices fall, we can likely expect small and midsize companies to be more and more interested in them, as well. ChatGPT is giving Google a run for its money and has become a harbinger of what AI has in store for markets.

Providing team members with the knowledge and tools to navigate this new technology will help ensure that the company can maximize the benefits of AI integration. While AI can’t replace the human touch in the hospitality industry, tools powered by AI can handle many of the tasks that are traditionally undertaken by staff. Many back-office tasks can be automated, thereby reducing human error, increasing efficiency and freeing up staff for other important work. While dynamic pricing responds to factors in the outside world, AI can also adjust quickly to factors inside a hospitality business to maximise revenue. It can help hotels optimise inventory by predicting demand patterns and suggesting the optimal mix of room types and amenities to offer at any given time.

Asia-Pacific travellers take travel to new directions in 2025: Booking.com

The agreement provides a framework to develop customized promotions, joint marketing campaigns, and promotion through loyalty programs. With 31 hotels in the development pipeline set to open within the next three to five years, the hotel company plans to add over 10,000 rooms to its portfolio in the country. United Arab Emirates-based Azizi Developments has announced its plans to invest up to $16 billion through the launch of 50 upmarket, luxury hotels and resorts and one seven-star hotel in Dubai. The developer plans to add nearly 20,000 new keys to Dubai’s hotel stock over the next five years. Azizi’s hotels and resorts would be managed by its very own hospitality division, the company said in a statement.

In this future, hotels will become more than just places to stay – they become hubs of innovation, incubators of ideas, and showcases of what’s possible when human potential is unleashed through technology. In this new era, the most successful hotels will be those that view every employee as a potential tech innovator, every guest interaction as a data point for improvement, and every AI implementation as a step towards more meaningful human connections. By investing in both cutting-edge technology and the boundless creativity of their workforce, these pioneers will create a new blueprint for hospitality – one that is more efficient, more personalized, and more rewarding for all stakeholders. From the moment a guest books a room, AI technologies kick into gear, analyzing data and preferences to create a personalized experience.

Once, science-fiction predicted that we would eventually live in a world filled with robots that make our lives simpler and easier. “When guests perceive the AI decision as unethical or incompetent, it has a negative impact on their experience and willingness to engage with it,” said Morosan. Travelpayouts, one of the largest affiliate marketing networks focused on the travel market.

Data Privacy and Security Concerns

It’s exciting to consider how AI could fundamentally change hotels, enabling them to combine great service and wonderful experiences with being more attractive to investors. Bringing together dependable but inspiring service with optimized operations will help change hotels from a sector on the periphery to a profitable – and inspiring – industry. The guest is happy, but you have added a level of complication for the kitchen, for your supply chain, multiplying the number of problems that you had before. Chatbots may be vulnerable to hacking and security breaches, leading to the potential compromise of customer data. There are several ways in which chatbots may be vulnerable to hacking and security breaches.

Chatbots can handle password reset requests from customers by verifying their identity using various authentication methods, such as email verification, phone number verification, or security questions. The chatbot can then initiate the password reset process and guide customers through the necessary steps to create a new password. The AI powered chatbots can also provide a summary of the order and request confirmation from the customer. It can also provide real-time updates on the order status and location by integrating with the business’s order tracking system. The initial costs of artificial intelligence in the hospitality industry, which include purchasing, integrating, and training, can be high, discouraging some hotel businesses from adopting it. Hotels and resorts are increasingly using AI-powered chatbots to handle reservations, provide information about the hotel, and resolve common guest inquiries, all with the help of intuitive text or voice conversations.

The language model, an artificial intelligence program, learns to comprehend and generate human-like text based on patterns observed in data sourced from a vast array of text sources. This allows the model to learn grammar, vocabulary, and contextual information, generating coherent and relevant text. To create a program capable of conversing with humans, the AI must learn to choose the right words. He identified patterns in the English language that can be utilized to generate new sentences, and subsequently developed a computer program to produce novel sentences by randomly selecting words fitting these patterns. This revolutionary shift has impacted numerous industries, with marketing teams being the early adopters. Despite its power, there remains a fundamental lack of understanding about its capabilities.

• Azizi’s hotels and resorts would be managed by its very own hospitality division, the company said in a statement.
• Additionally, customers may have unique or complex inquiries that require human interactions and human judgment, creativity, or critical thinking skills that a chatbot may not possess.
• This free report presents HiJiffy’s first-party data on the most common topics of hotel guests’ questions in the summer of 2023, based on over 1.7 million conversations handled by AI in that period.
• The integration of Artificial Intelligence (AI) in the hospitality sector is reshaping how hotels operate, enhancing guest experiences, improving operational efficiencies, and even bolstering their sustainability efforts.

This boost in revenue came not just from higher rates during peak times, but also from filling rooms that might have otherwise gone vacant during slower periods. We are seeing a system evolve that will see technology manage the building wave of personalization, but ensure that it is fulfilled by a person, meeting guests’ desire for a human connection. The current direction of travel suggests that AI will make hotels a more pleasant and personalized place to be. This is the established offering of the luxury segment, where teams are paid to anticipate what you need, to effectively think for you.

You can use it to attract customers, wow them with unique, personalized experiences, and learn more about your business and customers to stay ahead of the game. Whether you’re running a hotel, restaurant or travel service, AI is the technological assistant that can set you and your brand apart. Processes AI-powered chatbots and virtual assistants are taking on a significant portion of customer service inquiries, from booking assistance to answering frequently asked questions.

With one of the youngest and most modern fleet of 411 aircraft, Turkish Airlines increased its fleet size and workforce by 10 percent compared to the same period last year. In the first quarter of 2023, the airline carried over 17 million passengers in total, with a domestic load factor of 80 percent and an international load factor of 81 percent. Turkish Airlines was one of the few airlines in the industry that exceeded its 2019 international capacity by 26 percent. Oman’s ministry of heritage and tourism plans to implement 40 projects for boosting adventure tourism in the country. The projects include developing a cable car in the Botanical Garden and installing zip lines in Wadi Darbat in Dhofar for the khareef season.

They offer a 24/7 response system, can provide personalized recommendations, and reduce the number of calls that go to the front desk staff. That allows employees to spend more time on customer service issues where the human touch adds value. From AI-powered room service that knows your guest’s favorite midnight snack to chatbots that give travel advice like a seasoned globetrotter, artificial intelligence (AI) in hospitality is like having a unicorn in your hotel garden.

Then, with full support from GEMS® (INTELITY’s proprietary Guest Experience Management System), service delivery improves dramatically through ticketing and our large stack of integrations and other back-of-house connections. The most valuable applications of automation in hospitality are those that support the three pillars of increased guest experience, increased revenues and reduced costs. This would include hotel tasks management, check-in check-out process with DIY options, guest room automation, guest messaging, upselling and revenue management. The right investment in an ideal property management solution will reap great benefits and reduce the risk for hoteliers in this changing environment. In fact, statistics show that one of our clients – Kokopo Village Resort in New Guinea, identified an increase of 18% in productivity and an increase of 18.5% in gross margins in the F&B department.